Complaint Review: FitnessRepairParts.com

I needed parts to repair a friend's Schwinn Airdyne AD-3.  I found what seemed to be the correct parts on FitnessRepairParts.com through an on-line search, and was pleased to find the parts I needed.

I noticed that the photograph on FitnessRepairParts.com's web-site didn't look like the parts I had, but there was a disclaimer saying that the actual parts may not look exactly like those in the photograph.  Thinking that the photographs are "generic", I ordered the parts, expecting the correct parts to be sent.

I ordered two axle assemblies, one for the flywheel hub, and one for the idler hub.  I really only needed the cones for these assemblies, but they are not sold individually, so I ordered the complete axle sets.  In reality, I needed both cones for the idler axle set, and only one for the flywheel axle set.

When the parts arrived, they were exactly like those shown in the photographs on-line.  The axle sets have significantly different cones on each end of the axle, so I was only sent one cone for each axle set that was actually usable for my machine.

I tried to telephone FitnessRepairParts.com and, after waiting on hold for over 5 minutes, was disconnected.  I again tried to telephone, with the same result (and this was not a toll-free number, so I paid for both calls).

Frustrated, I went on-line to try to resolve my issues through their on-line chat.  The operator, Sam, was courteous, but did not offer any equitable solution to my problem.  I explained the situation, and was told there was no other axle set available for my machine.  I then asked if I could be sent two of the correct-sized axle cones, and was told that the cones are only sold with the complete axle set.  I asked if I could be sent two additional axle sets (or even just one, as I had 3 cones which needed replacement) at either no charge or a reduced charge, and was told that was not possible.

When I pointed out that the web-site photograph disclaimer and part descriptor had led me to believe I was ordering the correct parts for my machine, but that these were not correct, I was told that I could return the parts and pay a 20% restocking fee (and of course, I would pay return shipping, and not be refunded for the shipping I'd already paid).  I argued that I had only ordered the parts that were represented as the ones I needed, so I shouldn't be charged the restocking fee.  I was sent a link to their warranty/return policy and told I had agreed to the terms, and I could phone the company if I wanted to speak to someone about this.

I told the chat operator that I had tried to phone the company, and had been disconnected.  He apologized for that, saying that they had been experiencing technical difficulties with their phones.

I did phone the company, and spoke with Marcia.  I explained that I had been a Schwinn dealer for over 10 years, and I was very familiar with the Airdyne exercise bikes.  I explained my situation, and was told that these are the parts for that machine.  I explained that the AD-3 internal hub parts had been consistent throughout the entire production run, and that they had been exactly the same as the parts on the machine I was working on.  Marcia explained that Schwinn supplies FitnessRepairParts.com with parts, and lists these parts as the ones for both the AD-3 and the AD-4.  I explained that these are, in fact, the correct parts for the AD-4, but not for the AD-3, and that the FitnessRepairParts.com web-site is misrepresenting the parts as compatible with the AD-3.  I did concede that this is due to Schwinn misrepresenting the parts to FitnessRepairParts.com, but that I should not be held responsible for that.

I was told that I could return the parts and pay the 20% restocking charge, but that that was the only resolution available to me.  I asked if I could receive an additional axle set at a reduced price, and was told that was not possible.

Again, I feel I was treated unfairly, and was sent parts that were represented to be those I needed, when, through no fault of my own (and possibly no fault of FitnessRepairParts.com's), they were not.  I felt that, under the circumstances, FitnessRepairParts.com neither acknowledged that the fault did not lie with me, nor did they make any attempt to resolve the situation equitably.  As another reviewer has said, their customer service department is apathetic at best, and perhaps even duplicitous.  Their return policy is unfair and rigid, leaving no allowance for their company's errors.

I am totally dissatisfied with my experience with the company!